Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord makes it deliberately hard to contact their Trust and Safety team, making it impossible to report child abuse. Last week, I have been trying to get in touch with Trust and Safety about a very important matter regarding the safety of children. *** tried reaching out to legal and general support, but both just tell me to use the built-in reporting function. This currently only allows me to report one message, which would not provide the required context to take action. All I want is a direct way to contact Trust and Safety via something like an email so action can actually be taken, unlike message reports which do nothing to solve the issue.When I first started reaching out, I used the **** form because it was the closest thing I could find to Trust and Safety. However, over the last few days, instead of forwarding my report to the right place, they just tell me to report the message. After this, I was looking for a new way to contact Trust and Safety because clearly, the legal team no longer cared about the safety of kids. So, I went to general support. When I submitted this ticket, I got an article recommended to me about how parents can contact Trust and Safety. It said to use the Submit a Request form and use the options: ************** -> ************* -> I would like to report concerning or abusive behavior to Discord. After sending a request about a server that was a danger to kids, I got a reply saying:"This channel is reserved for parents contacting us regarding concerns of their child's safety on Discord. It looks like you are writing in to submit a report to Discord. The best and easiest way to report abusive behavior is through the Discord App. This ensures that we have all the information necessary to investigate, and greatly speeds up how quickly we are able to process your report."Once again, they told me to use the in-app reporting system that does not work. There is no way to directly contact Discord to file a report.

  

  Business Response

  Date: 06/28/2024

  As of 06/28/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.
  

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They said i commited violent extermism while i didnt and falsely disabled my account, Also they falsely flagged me with child safety before and i dont know why + they didnt tell me beacuse they only said "one or more pieces of contents you posted was removed" but didnt tell me what was it. And now they wont even respond to my tickets anymore. Also i have spent some money on discord i dont remember how much tho. Also this account has everything like: memories, friends, my love life. So i realy dont get why i got falsely banned. I hope you guys can help me, I would appreciate it.

  

  Business Response

  Date: 06/28/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/28/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21903255
  
  I am rejecting this response because:

  It took a little bit long time. Also they could sped things up if they actually cared about their community
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/02/2024

  We are currently experiencing a higher than usual ticket volume. As of 07/02/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.

  Customer Answer

  Date: 07/04/2024

   
  Complaint: 21903255
  
  I am rejecting this response because:

  I Still dont know when u guys will unsuspend me. Also if u did less false suspensions there would be so much less tickets and it would be faster to respond to them if there was less amount of tickets.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business mislead me to being charged for an expensive subscription service, after submitting and receiving confirmation of cancellation before the charge was made. Support channels provided nothing but immediate bot responses, neglecting the proof I provided of cancellation, claiming lack of eligibility for refund.

  

  Business Response

  Date: 06/28/2024

  As of 06/28/2024 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:06/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was compromised during a password leakage, and some malicious user used my account to purchase 3 ********************** nitros for $9.99 each. This happened when I was asleep and I contacted discord the next morning when I discovered this issue. Discover refused to help me with this issue and refused to assist me with marking this as a fraud. When I contacted the credit card company reporting this issue, discord closed my account.

  

  Business Response

  Date: 06/28/2024

  We are currently experiencing a higher than usual ticket volume. As of 06/28/2024 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:06/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today on June 22nd 2024 my account on the ********************** website was scammed by someone falsely impersonating a member of their staff team. Im filing a complaint because my email linked to the account faded_blizz was changed from ************************* to the email [email protected] and because I do not have access to this new email I cannot change the email linked to my account. I wish for my email to be reverted back to ************************* as it was before I was scammed. Any help you can offer regarding this problem would be greatly appreciated.

  

  Business Response

  Date: 06/24/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/24/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21887810
  
  I am rejecting this response because: All I want is for the email linked to my account on the website of the business Discord to be reverted back to what it was originally. Ive known other people who suffered from similar scams to myself, some of whom are still struggling with the repercussions of those things such as myself. I cannot trust in the security of the website/app as Ive seen so many cases such as these, Ive asked for nothing as recompense other than the prior email linked to my account to be restored and I wish for that to be done in a timely manner. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/28/2024

  On 06/25/2024 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Our team conducted an investigation and have reverted your account back to your original email. We apologize for the delay.
  
  Once you have reset your password, your account will be re-enabled. You can reset your password by following the steps in the email you should have received or by using the forgot password feature on the login page. Instructions can be found here.
  
  The best things you can do to help secure your account are to use a strong password and to enable two factor authentication. Instructions on enabling 2FA on your account can be found here. For additional security, we recommend using a password manager to create or save your passwords. To help prevent another compromise of your account, ensure that you are only using Discord from secure devices that are updated, virus-free, and ideally not shared.
  
  Keep in mind, Discord employees will never reach out to you to request your personal or account information. To better protect your account, we also recommend you check out the following resources:
  Four Steps to a Super Safe Account
  Scams and What to Look Out For
  
  Lastly, visit sites such as *************************** to find out if any of your information has been compromised in data breaches. You can also scan suspicious website URLs and files at sites such as ***************************.
  
  As per our Terms of Service, you are responsible for the security of your account. Please note that if you fail to secure your account and it is compromised again, we may be unable to assist in its recovery.
  
  If you have any questions about your account, just let us know here.
  
  Sincerely,
  Discord,". 
  
  The ticket is now solved.

• Initial Complaint

  Date:06/22/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scammed by a user of your application. I filed a complaint in my city at the police station. This person is saying that we can't find their information. This is why I am going to send you the attached complaint in order to have the necessary information on this user who is a ***** and who commits fraud, I am on the verge of committing suicide because I feel dirty and betrayed and I am emotionally fragile. this person exerts psychological pressure on me by having fun.@icetopgun Xbox link account : Klhows

  

  Business Response

  Date: 06/24/2024

  As of 6/24/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.v
  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21886735
  
  I am rejecting this response because:

  mon email discord cest : ********************* je vous ai communiqu le pseudo du harceleur et scammer.

  je suis a lhpital actuellement.

  je lai bloque vous le trouverez dans mes personne bloqu 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/28/2024

  As of 6/28/24 we can find no record of communication in our ticketing system with the email attached to this complaint. We can address any questions regarding your account through our customer support portal here dis.gd/contact. Please provide us with additional information through the support portal and we will be in contact to address your concerns.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have been using discord since 2015 I have spent thousands of dollars on this platform and thousands of hours on this platform. I was in the hospital for 2 years and was not able to use my account. When I tried to get back into my discord account it wanted to access my email. I no longer have access to this email account it was a ******** email account and the terms of service for ******** state that after 12 months of inactivity the account will be deleted. Also my phone number was no longer active so I had to get a new phone number. I contacted discord and told them all these facts and I have proof of me contacting ******** to recover my account but it was deleted. Discord was not helping at all and all I got was 2 generated responses nothing in detail. My drivers license has my name on it and my billing address on it. The same name that and the same billing address that was used for purchases on discord. I even have the debit and credit card information but when it comes to discord they have no problem taking your money but when you need help they dont do anything which is really pathetic and sad. I am requesting that I either get my account back or I get a full refund for all purchases made on the account. I have spent around $2500 on my account. I have never come across a company that treated its long time customers like this especially someone who supported them early on before they even got popular my account is an early supporter account.

  

  Business Response

  Date: 06/24/2024

  On 6/13/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Apologies for the delay in our response. This is an automated message, updating you on the status of your request.
  
  Beyond our original support regarding this issue, we're unable to provide additional information or support for this request. If you need assistance on other subjects or situations, you can explore our Help Center here.
  
  Sincerely,
  Discord". 
  
  The ticket is now solved.

  Customer Answer

  Date: 06/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the business is still not helping me with my request and is still sending automated messages not giving me any support from a real person. They still have not attempted to help me get my account back even though I have my drivers license with billing address on it with proof of purchase for over 7 years of activity. 
  
  
  
  Sincerely,
  
  
  
  Niko T*******

  

  Business Response

  Date: 06/26/2024

  On 6/13/24 we responded to the user via ticket #******** with, 
  
  "Hello,
  
  Apologies for the delay in our response. This is an automated message, updating you on the status of your request.
  
  Beyond our original support regarding this issue, we're unable to provide additional information or support for this request. If you need assistance on other subjects or situations, you can explore our Help Center here.
  
  Sincerely,
  Discord". 
  
  The ticket is now solved.
  

  Customer Answer

  Date: 06/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Discord just keeps spamming the same copy and paste message without giving any explanation or taking any effort to help a paying customer. I don’t have access to my email from ******** because it was inactive for over 6 months. That’s why I did not contact discord support from my email. My email provider was free to use so I understand why they can’t do much but with discord I have spent thousands of dollars with discord on my account there is no excuse for them to not help me. I am expecting some help or a refund on all the purchases I’ve made since 2015. Not once has discord made any effort to help me with this matter. I have my proof purchase , drivers license with my name and billing address on it matching the credit/debit card used for years on the account. I still don’t understand why discord will not provide any help. I’ve never broken any discord rules my account is not banned I’m simply just trying to get access to my account. 
  
  
  
  Sincerely,
  
  
  
  Niko T*******

• Initial Complaint

  Date:06/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Discord **************** is non-responsive to the point of being non-existent, which im sure violates business laws as a company that sells a service to the public. I have been waiting for almost 3 weeks for any kind of response from the company for unjustly disabling my account due to my age (29). The same company that continues to take money from me without having any way to cancel my subscription.

  

  Business Response

  Date: 06/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/19/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21867542
  
  I am rejecting this response because:

  It is unacceptable for a long-term paying customer to be waiting over two weeks for a simple issue to be resolved. If any employee assigned to the case reviewed the requested information on the ticket, this matter would be resolved in a faster timeframe. 
  

  Attached to ticket #******** is the requested information that I am over the age of 13. Please look into this ASAP.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/20/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/20/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:06/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AMOUNT OF MONEY PAID IS $310 BECAUSE I'VE BEEN A NITRO SUBSCRIBER FOR 31 ************** IS $10/MONTH My account (username PXTSERYU) was banned by Discord in what appeared to be an automated ban-wave on 6/05/24 for being, directly quoting, 'underage' (which by discord standards in my country means being 13 or lower). I am 19 as of writing this. My account not only had a running nitro subscription for two and a half years but has been essentially the backbone of my communications with content creators and music creators that I rely on to help support friends and family. What makes this more egregious is that Discord has failed to respond to my ticket for two weeks as of writing this complaint. After two weeks it is apparently possible for Discord to automatically and permanently delete your account if it is disabled. I would lose contact to friends I have no other way to reach - creative collaborators I can't find elsewhere - and years and years of memories and friends, including private servers I own from years ago that I have no way to re-enter. I'd also lose access to a server where I upload music of mine - music I have no other way to access owing to storage issues.An appeal to a false, automated ban should not take so long as to result in account deletion. There is no way to verify whether or not discord has seen the ticket. The last activity on the ticket was five minutes after its creation. There is no support line. No way to tell if it was even viewed or sorted into spam.I have followed all steps that were required (a photo with my id, **************** and nothing has happened. Radio silence for fourteen days.I have been supporting discord out of my pocket for nearly two and a half years - I've been a user for well over eight years. I have received no response and my account is within the deletion window. I hope the BBB will be able to resolve this complaint.Ticket number on Discord Support is #********.Discord name is PXTSERYU.

  

  Business Response

  Date: 06/19/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/19/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21866626
  
  Not buying it. For months it's been nothing but this exact automated response on your page. You dropped the ball here and affected thousands of users including myself within 24h. I'm reaching out specifically to you guys because I rely on Discord to make a LIVING and my account being deleted due to faulty automation is an outrage. I'm considering filing a FTC complaint if this continues.
  
  Sincerely,
  
  

  PXTSERYU

  

  Business Response

  Date: 06/20/2024

  We are currently experiencing a higher than usual ticket volume. As of 6/20/24 ticket #******** is still listed in an open status and is currently under review by our team. Updates are pending. All communications regarding this matter will be done through the open ticket and not through this claim.
  

• Initial Complaint

  Date:06/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello there,I hope this message finds you well. I am writing to appeal the recent suspension of my Discord account, which occurred due to purported child safety concerns. I firmly believe this suspension is a mistake, as I have always adhered to Discord's Community Guidelines and have not engaged in any activities that compromise user safety or violate platform policies.Account ****************************** Username: terriaxfeline Discord UserID: ****************** I have attached screenshots illustrating my attempts to seek assistance from Discord's support team regarding this matter. Despite my efforts, I did not receive adequate clarification or guidance on the specific reasons behind my account suspension.I have contacted you with verified email address on my Discord account. I value the safety and integrity of the Discord community and am committed to upholding its standards. My account history will attest to my responsible usage and compliance with Discord's terms of service.I kindly request a thorough review of my case and the reinstatement of my Discord account at your earliest convenience. Should you require any additional information or clarification, please do not hesitate to contact me at [********************].Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,[Ter]

  

  Business Response

  Date: 06/19/2024

  On 6/14/24, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21864708
  
  I am rejecting this response because:
  I did not got the right reason for what I did do to get my Discord account suspended because it says I break the rule but I don't know why I did break the rule, could you please tell me the if I said or did anything?  I belive this is a mistake and would like to resolve this issue. Thank you! 
  Sincerely,
  
  **************

  

  Business Response

  Date: 06/20/2024

  On 6/14/24, we determined that the user violated our Terms of Service and Community Guidelines. We have reviewed and confirmed the violation, and we will not be reinstating the account in question.
  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21864708
  
  I am rejecting this response because: Discord didn't give me enough evidence for why is my Discord account suspended and they give me only when they claimed that I violated Discord's terms of service but I am seeking for the evidence of that and the resolution because I was always adhering to Discord's terms of service. Thank you for your attention to this matter. 
  
  Sincerely,
  
  **************